Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs

Cathrine Seidelin, Stine Moeslund Sivertsen, Yvonne Dittrich

Research output: Conference Article in Proceeding or Book/Report chapterArticle in proceedingsResearchpeer-review

Abstract

Service design (SD) is acknowledged as an approach that can help organisations to address service innovation. However, organisations are struggling to build design capabilities and develop sustainable SD cultures within the organisations. This paper focuses on this central challenge by exploring how a small and medium-sized “non-design-intensive organisation” can integrate SD both as a way to develop internal design capabilities and as an approach to service innovation. We report on an action research study in which we initiated seven SD micro cases. The findings show how our designed SD learning activities developed autonomous SD initiatives within the organisation, and thus over time fostered a sustainable SD culture in this context. Based on our findings, we conclude that organisational appropriation of SD tools and methods is crucial for an organisation’s ability to build and sustain capabilities which can foster an SD culture.
Original languageEnglish
Title of host publicationServDes.2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia : Linköping Electronic Conference Proceedings 173 (2020)
EditorsYoko Akama, Liam Fennessy, Sara Harrington, Anna Farago
Number of pages20
Publication date2020
Pages11-31
ISBN (Print)978-91-7929-779-4
ISBN (Electronic)978-91-7929-779-4
Publication statusPublished - 2020
EventServDes2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia - RMIT, Melbourne, Australia
Duration: 2 Feb 20215 Feb 2021
https://servdes2020.org

Conference

ConferenceServDes2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia
LocationRMIT
Country/TerritoryAustralia
CityMelbourne
Period02/02/202105/02/2021
Internet address

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